PC Support Field Technician

The mission of Faith Health is to serve Christ by providing all people with exemplary medical services in an environment of love and care.

Under the direction of the Manager of Information Technology, provides technical support for all users. Calls, receives, logs and distributes all action requests, places calls to respective companies and IT staff. Proficiency in all version of MS Windows, all MS Office Products, ability to troubleshoot software and hardware (workstations, laptops, peripheral devices, printers, servers and network hardware), manage the inventory database, and requisition new equipment .

Monitors support response and resolution times to ensure compliance with service level agreements for all system support issues. Must possess excellent oral/written communication skills and be able to interact effectively with customers and team members. Must be self-motivated and able to work under minimal supervision. *** This is an on-site position only.

The employee must be able to be onsite to respond to issues within the timeline outlined in the IT Service Level Expectations policy. The listing of job duties contained in this job description is not all inclusive . Duties may be added or subtracted at any time due to the needs of the organization.

Essential Job Duties and

Provides end-user support for all hardware/software installation and maintenance issues via phone as well as on-site installations and troubleshooting. Provides telephone support for all end users on a wide variety of hardware and software applications and issues. Evaluates user needs and coordinates with appropriate I T staff member or vendor when unable to resolve.

Maintains Help Desk software for tracking trouble calls. Broad knowledge of various software applications and operating systems. Responsible for general maintenance and minor repairs on computer system equipment.

Responsible for keeping an inventory of computers, parts, and software , including asset disposal tracking ensuring compliance with applicable IT administrative policies. Gathers statistics from logs and other sources to compile reports and reports outstanding support issues and performance improvement opportunities to IT Service Excellence and the Manager of Information Technology . Assists IT administration in the development of IT policies and procedures by creating forms to be used and procedures to be followed by both IT staff and other departmental personnel concerning policies related to the System Support activities (i.e., vendors’ response forms, system request forms, etc.).

Responsible for installing, operating , testing, and troubleshooting audio and video equipment such as microphones, video screens, projectors, recording equipment, etc. throughout the organization. Maintains, cleans, stores, and inventories equipment. May require travel to different locations to assist with initial equipment set up and/or for meetings, presentations, etc.

Researches and answers user questions and responds to problems related to personal computers and products. Supports PC training for staff as appropriate and/or coordinates training needs with IT staff member . Essential Organizational Duties and

Promotes organizational mission, vision and values. Demonstrates respect and regard for dignity of all patients, families, visitors, and co-workers to ensure a professional, responsible and courteous environment. Maintains a high level of professional responsibility and performance outlined in Faith Health Performance Standards.

Promotes effective working relationships and works effectively as part of a department team (inter- and intradepartmental) to facilitate the department’s/clinic’s ability to meet its goals and objectives . Maintains current knowledge/certification/licensure per organization policy. Pursues professional growth and development.

Practices within legal boundaries of nurse practice act and according to organization policy and procedures. Attends continuing education programs in order to maintain licensure. Attends organization sponsored training programs as required .

Maintains certifications as determined by organization policy. Functions as role model for current and new staff . Facilitates problem resolution among co - workers as observed by management and peers.

Demonstrates a constructive approach during all interactions with co - workers and management toward the organization. Promotes the profession of healthcare workers in the community. Presents neat appearance in proper attire and identification as required by the position, department and the organization .

Continuously displays a positive attitude within the department /clinic and across departmental lines to contribute to the overall customer service program in place by the organization. Serves in committees and assist with programs of the hospital to constantly improve the quality of health care and promote good public relations . Completes all required safety training programs and can describe his or her responsibilities related to general safety, department/service safety, and specific job-related hazards.

Understands and adheres to Faith Health Corporate Compliance Plan, Personal Conduct Policy, Grievance Process, Confidentiality, Safety & Security, Infection Control, HIPAA and other departmental and organizational policies, procedures and guidelines. Must be able to remain awake and alert during working hours. Physical presence at facility is required during scheduled working hours to perform job functions.

Work in a timely manner , within the time allotted for the shift per census count. Performs other duties as assigned. Hours will be dependent on patient census and workload.

Ability and willingness to work a flexible schedule, to include after-hours and weekends as necessary. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the

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